Patient Services Representative – Lead - Urgent Care Clinic

02190 AAH Good Hope - Immediate CareFull timeYes40

Schedule will be a mix of days, nights including a weekend and Holiday rotation

Clinic hours of operation are Monday - Friday 8:00am - 8:00pm and Weekends and Holidays are 8:00am - 4:00pm

Pay Range:

$21.85 - $32.80

Job Description Summary:

To provide efficient, effective, quality customer service and practice support through a variety of general office duties including scheduling, coding, registration and billing. Maximize revenues by collecting payment at time of service and entering accurate and up-to-date billing information (address, insurance coverage, etc.) into the patient accounting system. Assists clinical staff in maintaining accurate medical records.

Where You Will Work:

Aurora Medical Group (AMG) is part of Advocate Health, one of the nation’s largest nonprofit health systems. With more than 350 locations across Illinois and Wisconsin, AMG offers a wide range of specialties and services, including primary care, medical and surgical care, pediatrics, women’s health, behavioral health, and more. Our team is dedicated to delivering exceptional care and improving health outcomes in the communities we serve. Joining AMG means being part of a collaborative, patient-focused environment where innovation and quality care thrive.

We’re Looking For:

• High school diploma or equivalent.
• One to two years in a medical setting or equivalent
• 3 – 4 years of customer service experience in a high volume, multiple tasks, high stress environment.
• Experience handling difficult caller/customers/patients.
• Basic knowledge of managed care and commercial insurance.
• Basic knowledge of medical terminology and billing and coding practices

What You’ll Do:

As a Patient Service Representative (PSR), you’ll play a vital role in the care team – supporting providers, connecting with patients, and helping ensure a seamless, compassionate experience every day. 

As a key member of the ambulatory care team, you will:

• Patient Services: Provides efficient, high-quality service to patients who arrive for appointments or who telephone or visit in person to request appointments or information on tests and procedures, bills and charges, referrals, and other matters.
• Billing Services: Ensures entry at time of service of billing information on the patient and payer and accurate follow-up on missing information.
• Medical Record Services: Upholds standards of the practice and of the medical group for accurate and timely medical records.

Functions as lead associate for clerical office operations.

• Prepares weekly schedule for patient service representatives.
• Anticipates coverage for associate PTO days.
• Answers questions regarding front office operations and protocols.
• Trains new staff on IDX scheduling.
• Ensures appropriate banking out procedures.
• Recommends changes to manager to improve front office operations.
• Coordinates petty cash change fund for manager.
• Ensures that all patient complaints are forwarded to manager in appropriate time frames.

About This Location:

Good Hope Urgent Care is a high‑volume, fast‑paced clinic focused on providing convenient, same‑day care for patients with non‑emergent medical needs. Our team supports a wide range of services which makes this an excellent environment for continuous learning.

Team members at GH Urgent Care work closely in a collaborative, supportive setting where communication and teamwork are essential. Because we serve a diverse patient population across all ages, staff gain valuable experience managing a variety of clinical situations and maintaining smooth patient flow during peak times. Ideal candidates enjoy variety, problem‑solving, and fast‑paced teamwork, and they take pride in delivering compassionate, efficient care when patients need it most. 

Your feedback matters. Every teammate’s voice is vital in shaping our culture and improving care. We value your insights and experiences because they help us grow stronger together.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

Our Commitment to You:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training

• Premium pay such as shift, on call, and more based on a teammate's job

• Incentive pay for select positions

• Opportunity for annual increases based on performance

Benefits and more

• Paid Time Off programs

• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability

• Flexible Spending Accounts for eligible health care and dependent care expenses

• Family benefits such as adoption assistance and paid parental leave

• Defined contribution retirement plans with employer match and other financial wellness programs

• Educational Assistance Program

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.